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Location: England, Greater Manchester, Salford +1 More...

Technical Customer Care Co-ordinator

England, Greater Manchester, Salford | England, Lancashire, Preston
Negotiable/Competitive

Job Description

Technical Customer Care Co-ordinator

Would you like to join an established utilities business who are on a journey to strive for zero carbon? Be a part of their aim which is 'Leading the North West to Zero Carbon'.

The company thrives on being part of a customer focused team that likes to put their people first. They are committed to building teams to represent the local communities and promoting the importance of inclusivity at work. The aim is to always encourage, support and develop our people to ensure everyone reaches their full potential.

Do you have excellent customer service skills with a technical background or looking for the next step in your career to expand your technical knowledge?

Purpose of the role

The key focus of your role as a Technical Customer Care Co-ordinator will be on design, valuation, quoting and management of low voltage connections inclusive of new connections, additional load requests, service alterations and associated diversion and reinforcement work for Low Carbon Technology.

As a Technical Customer Care Co-ordinator you will be accountable for ensuring that all customers receive an excellent experience by taking a proactive approach to customer service.

You will be responsible for adhering to Ofgem's standards, data integrity and provide accurate forecasts of information for the range of projects under your control.

You will be responsible for ensuring all new connections related to infrastructure are designed in accordance with current licence conditions, policies and standards. The designs must be low cost solutions in accordance with the common connections charging methodology whilst maintaining policy requirements and standards of compliance.

Principal Accountabilities

  • Ensuring all applications are processed in accordance with Customer requirements and the company's standards of service.
  • Assess the technical requirements for each application and provide the appropriate solution.
  • Instruct the request for work orders and the production of quality drawings, liaise with Delivery Partners as necessary to ensure the timely connection of new and modified supplies.
  • Provide regular progress updates to customers and take ownership of customer concerns as required.
  • Work with Delivery Partners to ensure work is completed in a timely manner.
  • Recover additional charges as required and keep customers informed of any constraints which may impact on their Power on Date.
  • Maintain easily accessible files and records, keep systems updated and housekeep as necessary.
  • Sign off as-laids and confirm projects built as planned - approve/reject variations in accordance with the company Commercial policy.

Key measures and targets (Performance Indicators)

  • Customer Satisfaction
  • Time to Quote
  • Time to Connect
  • GSOP / ENA SLA's
  • Variation Management

Key relationships (Internal & External)

  • CustomersDelivery Partners
  • Suppliers
  • Land Rights and Consents
  • Customer Call Centre

Knowledge and Skills

Essential:

  • Have experience working in a customer facing role within a technical industry.
  • Have excellent customer service skills.
  • Have a technical qualification (ONC or equivalent) surrounding Electrical and Electronic Engineering (desirable) or alternatively, be willing to study towards a similar qualification.
  • Have previous experience of working to targets and be confident in a results driven organisation.
  • Have a broad understanding of the construction industry.
  • Be self driven and able to work under pressure to meet relevant business / regulatory targets.
  • Demonstrate a high level of commercial awareness.
  • Be an excellent verbal and written communicator.
  • Be flexible and adaptable in their approach.
  • Have good team working and interpersonal skills.
  • Have excellent IT skills and demonstrate good analytical reasoning.

Desirable:

  • Have an understanding of Low Voltage networks and New Connections.
  • Have experience with electrical engineering design and practices and have an in-depth knowledge of the electricity distribution business.
  • Demonstrate an understanding of Construction Design Management regulations relating to utility projects.
  • Have an in-depth knowledge/understanding of the competition in the connections market.
  • Hold a full UK driving licence.

Behaviours

You will also demonstrate the following behavioural competencies:

  • Forward thinking
  • Customer understanding
  • Analytical thinking
  • Concern for impact
  • Interpersonal awareness
  • Results focus
  • Concern for excellence
  • Initiative
  • Tenacity
  • Independence
  • Flexibility

Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.

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